Education Account Success Manager

2 weeks ago

Salt Lake, Utah, United States Lucid Software Full time

Lucid Software stands at the forefront of visual collaboration, empowering teams to transform ideas into reality. We are committed to our core principles: innovation in all endeavors, excellence and passion in every aspect, individual empowerment, proactive ownership, and prioritizing teamwork over ego. Our commitment to diversity fosters an inclusive and respectful culture for all. Lucid operates in a hybrid model, promoting a balanced work-life dynamic that allows employees to work remotely, from our offices, or a combination tailored to the role's requirements.

The Customer Success team for Lucid in the education sector is pivotal in ensuring our clients derive maximum value from our offerings while nurturing the next generation of Lucid users.

The Customer Success Specialist is integral to a strategic team dedicated to enhancing customer success efficiently. This role focuses on continually refining the customer experience for Lucid for Education and engaging with educational partners based on both explicit and implicit customer needs. While most interactions occur via email, specialists must be adept at representing Lucid through screen sharing or phone conversations as necessary to facilitate customer success. They should confidently represent Lucid and assist key users and administrators essential to our clients' environments and usage. Understanding Lucid's core business strategy and translating that into daily operations is crucial for our team's achievements. Our team thrives on high levels of collaboration and trust to meet our organizational objectives.

Key Responsibilities:

  • Oversee the success and retention of a portfolio of educational accounts.
  • Gain insights into our clients' business goals and strategize support to help them achieve these objectives.
  • Identify and track key operational metrics focused on retention to drive product and support enhancements.
  • Continuously engage with accounts to ensure successful adoption of essential Lucid products and features.
  • Develop and implement data-driven recommendations at scale.
  • Lead cross-functional initiatives aimed at enhancing the overall customer experience, fostering greater satisfaction and loyalty.
  • Create tools, processes, and best practices to maximize customer value from the Lucid Suite.
Qualifications:
  • Bachelor's degree with strong academic credentials.
  • 0-2 years of experience, ideally in a client-facing or technical capacity.
  • Ability to think strategically and address open-ended challenges.
  • Detail-oriented, organized, and a collaborative team player.
  • Strong sense of personal accountability and responsibility.
  • Excellent communication skills, both written and verbal, with the ability to simplify complex topics for non-technical audiences.
  • Empathy and a passion for problem-solving.
  • Proactive approach to finding solutions rather than dismissing ideas.
  • Ability to excel in a fast-paced environment.
  • Willingness to travel occasionally.
Preferred Qualifications:
  • Technical proficiency and enthusiasm to become a subject matter expert in the Lucid Suite and related areas.
  • Desire for continuous learning, as this role often involves addressing unprecedented questions, requiring intellectual curiosity and a willingness to explore new challenges, domains, tools, and techniques.
  • Project management capabilities across diverse responsibilities in a dynamic, high-volume setting.
  • Ability to thrive in a fast-paced, start-up-like atmosphere.
  • Prior experience in customer success management.

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